Newspaper article The Evening Standard (London, England)

Morrisons Decides Self-Service Checkouts Are Unwanted Item

Newspaper article The Evening Standard (London, England)

Morrisons Decides Self-Service Checkouts Are Unwanted Item

Article excerpt

Byline: Simon Neville

MORRISONS is set to install 1000 manned checkouts after customers complained about self-service checkouts in what could be the beginning of the end of shoppers hearing "unexpected item in bagging area".

The supermarket's new boss David Potts revealed 96% of his customers prefer staffed checkouts as they have someone to chat to, while two thirds of shoppers are worried they will hold up queues in store as they wait for staff to override machines spouting warnings or being unable to scan a product.

Potts said: "We're listening hard to our customers and responding quickly wherever possible. If customers from time to time do smaller shops they want to get in and out of our stores quickly."

Instead, the chain will open 1000 10-items-or-fewer lanes. He added: "Not everyone wants to be herded towards the self-scanning checkouts and not everyone has a full trolley."

It comes just a month after Morrisons ditched its computerised queue management system, which would tell staff when to open extra checkout lanes. …

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